Lookfantastic Reviews

Name: Lookfantastic
Address: Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich, Cheshire
Rating: 1.28

1.3 Rating 1,431 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,431 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Phone:

0844 249 5022

Location:

Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich
Cheshire
CW9 7RA

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Lookfantastic 1 star review on 11th April 2025

124

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“One of the worst online website ever. Don't ever buy from them I placed 5 orders of which all are cancelled. For no apparent reason. When i ask why they say they will get back to me in 2 working days. 2 working days later no reply, i complained again and again and they got fed up. They then decided to delete my account. I kept typing my password in it says error, i thought mayb i forgot my password. When i press forgot password, i received an email saying no such email link to an account. I then have to create another account, using the same email just to lodge a complain and my accouny kept getting deleted again and again. In the end they send me an email saying my orders are cancelled due to security reasons? What is that suppose to mean?? Customer service kept cutting me off, hiding away from the problem. Nobody seem to want to resolve it. This is the first customer service i contacted that ended the conversation with me and keep on ending it everytime i talk to them. Rude. Absurd. Preposterous.”

Helpful Report

Posted 7 years ago

“Be very careful if you're planning on purchasing from this website. I purchased hair straighteners from their website which stopped working after having them only a few days. When I informed them they advised that I should send them back to the manufacture. Not only is this not compliant with the sale of goods act, it is also outside of their own 14 day returns policy. If you have an issue with them be aware that you can return any item to them within 14 days without giving any reason (they will not inform you of this, you have to tell them you are using this right) also your contract of sale is with Look Fantastic not the manufacture, therefore you have a right to return items to them if faulty within a reasonable period of time. Also they are terrible at answering queries and you are best to contact via live chat as that way you will get an answer”

Helpful Report

Posted 7 years ago

“I placed my order 12 days ago and paid for next day delivery and my order is still no where to be seen!! Constant messaging to and from lookfanastic, each reply from a new look fantastic admin. I seem to be getting no where with the location of my parcel. The admin team are useless!! My order was placed late Saturday evening therefore qualifying for a Sunday order (before 2pm Sunday for next day delivery) meaning my parcel should have arrived Monday!! This was something the admin team did not seem to understand. Overall, I will not be ordering from look fantastic again. The replies you received from the customer service team are terrible and are from different admins each time which means you get the same generic reply over and over again. Next time I will be ordering from beauty bay!!”

Helpful Report

Posted 7 years ago

“I ordered 4 Xmas boxes last Dec. Only 3 arrived. I kept asking when my missing box was arriving. Got a mix of answers which ranged from “u only ordered 3” to “let us get back to u”. Please consider using Lazada. They have every brand there. Shipping is fast. N if u have an issue w the product the reply within the day is “sorry for the inconvenience. We will replace it immediately. U don’t have to ship the faulty product back”. That’s real customer expedience. Plus u can earn points that u can buy more stuff from”

Helpful Report

Posted 7 years ago

“Worst Online Shop ever! After over 1 week I have received no products but excuses from the customer Service. I do not think I gonna get the products or the money back!”

Helpful Report

Posted 7 years ago

“Awful customer service , spent a lot of money on this website and I am very disappointed of how they are dealing with refunds or even to replace the product. Had my ordered few weeks back and very disappointed as one of the item was not the culprit I wanted and after 3 messages and 2 emails still don’t know if I will get my money back or if they will replace the product . The guy I was dealing with - his name is Alan emailed me last Friday and I emailed back straight away and I still didn’t hear anything since then, it’s been a week and nothing . Such a petty as they have lovely products but the worst customer service I d experienced . Will not buy again .”

Helpful Report

Posted 7 years ago

“I placed an order yesterday morning. Just 1 minute after placing it, I realised I did not want it. So I emailed customer services, and also called them directly to tell them I wanted to cancel the order. They reassured me it was in process. I sent another email at 6am today requesting a confirmation that the order was cancelled. More than 24 hours later I received an automated email that my order was despatched which I did not want! Look fantastic also took my money from my account without my authorisation! The manager was very unhelpful and non apologetic, stating that cancellations are not guaranteed and refused to issue an immediate refund! They want me to wait for the order I did not want to arrive, and return it back to them, before I can have the money back they took without my consent! Shameful! Awful and inept customer service! Do not trust.”

Helpful Report

Posted 7 years ago

“WORST CUSTOMER SERVICE EVER! I am waiting for a refund that has not come through for 2 months, despite me contacting this company every 48 hours. BUyers beware, once they have your money, your not getting it back, even when they are at fault for delays and mess ups with shipping.”

Helpful Report

Posted 7 years ago

“Ciera has the worst customer service I have ever experienced in online shopping. They will not give you your own order information if you forget your account log in information even if you have the order number and every other information that you need to place an order. She did not want to help from the beginning and just gave me attitude the whole time. The system itself is very glitchy and unreliable. Overall, a very sketch business.”

Helpful Report

Posted 7 years ago

“Just the worst, no sign of the product despite the tracking info. Customer service says that they will recontact you but never do and then you hit the 40 days limit to get refund. Stay away from it.”

Helpful Report

Posted 7 years ago

““So BAD! Customer Service Non-Existent” I tried to cancel an order 15 minutes after being made and was not able to as the item had already been processed. Then had to wait a week for it to arrive, fill out the forms and pay for it to be posted back. So lame. Do you think Amazon would have survived with that kind of serive?”

Helpful Report

Posted 7 years ago

“Unhappy with the product supplied, it is not the same as product purchased from saloon”

Helpful Report

Posted 7 years ago

“Can't get my refund for a month now I have paced and payed my order in November. One part of the order was cancelled by lookfantastic later due to supply shortage. They have promised to refund in 3-5 days, but I am waiting and asking for my money for about a month now. They now say that it was supposed to be a payment on despatch and I apparently am not getting my money back. So the conversation goes as follows: I say please refund what I have paid for sth that you have cancelled; they say it is payment on despatch, so you are not getting any. I feel not heard, not respected and have just unfortunately lost my temper and resolved to swearing in the chat (apologies). I would still like to receive a refund though. this is the answer i keep on receiving Unfortunately it appears that the order was cancelled due to the item being out of stock. Therefore as the order was never dispatched and so as suggested in our previous message no payment will have been taken as payment is received upon dispatch. I HAVE PAID AND THE ORDER WAS CANCELLED THREE WEEKS AFTER MY PAYMENT WAS PLACED. I HAVE PROVIDED THE SCREENSHOTS FROM MY BANK TRANSACTION AND SCREENSHOTS FROM LF CONFIRMING RECEIVED PAYMENT.”

Helpful Report

Posted 7 years ago

“I have ordered an Elemis body oil . It took over 1 month and I still have not received the product, after calling the call center twice. The second time had to deal with a very unpolite agent saying that I dhould go and pick up the product from the customs ! I have cancellex the order and am still expecting the refund!”

Helpful Report

Posted 7 years ago

“Ordered a luxurious skincare set of 3, one product was defect (pump serum does not work). Have sent 4 messages to customer service team since I received this package, 3 weeks ago and they are not willing to agree on a return and full refund. Will not buy again from this website! Extremely poor customer service.”

Helpful Report

Posted 7 years ago

“purchased liquid soap and the package arrived all damaged and poorly packaged and everything had spilled all over the box. Reached out to them and after days of back and forth they offered a 10% discount. Recommend NEVER purchasing from them. Very bad reputation and terrible customer service.”

Helpful Report

Posted 7 years ago

“Extremely poor experience and suspect they deliberately trick people to their site with great offers they cannot deliver. Ups...our supplier can not deliver :-( Their logistics and deliver is also very poor in those few cases you actually get the product. No willingness or flexibility to help out getting a similar order to the same price when they (AFTER A MONTH!!) inform me they cannot deliver. I bought products during Black Friday and as a minimum I asked to get the same price with my re-order. Denied by Eva in Nordic Customer Service.I will cancel my profile with them and suggest you look to some of the other similar websites like Escentuals.com, which I have had good experiences with.”

Helpful Report

Posted 7 years ago

“Ordered perfume for Christmas presents and they arrived unboxed. Items looked fake and were completely worthless as I could not give them as gifts. The smell of the perfume of one of the opened boxes is very poor and did not last long on my skin leading to the confirmation that the item is fake. Do not purchase from this company, pay that little bit extra and use someone trustworthy”

Helpful Report

Posted 7 years ago

“Accidentally ordered wrong item. Immediately asked to cancel & was told it had been done. A few days later was emailed to say item had been dispatched & money taken from my account. Messaged customer service to explain situation and complain. Basically just told to return the item for a refund, and their returns label is not tracked or timed delivery. No attempt at small gesture of goodwill or any particular desire to retain my business which I think is appalling customer service. Didn’t want much, would’ve been happy with a 48hr tracked delivery label or gift voucher for cost of tracked return.”

Helpful Report

Posted 7 years ago

“Canceled the order 10 min after and been told parcel dispatched next day, while order statue was 'Processing'. They kept saying order was ‘Prepared to dispatch’ and ask me to return it after, while actual dispatch date was 16 DAYs AFTER!!! Then, I contacted them saying I will not be able to receive it any more as they dispatched it too late. Then they tell me the mail office will return to the warehouse, BUT! if there is anything happened (such as Christmas) to the parcel, it is all my responsibility !!! Dont know if I can get my money back eventually”

Helpful Report

Posted 8 years ago

Lookfantastic is rated 1.3 based on 1,431 reviews